10 April 2013
During a routine inspection
We observed operators speaking with patients in a sensitive manner. They provided clear and concise advice using a 'patient pathway' (a process used to carry out a clinical assessment of the patients presenting needs). Patients we spoke with told us, 'They were very clear in what they were asking me and I could tell them exactly what the problem was'. Also, 'They sorted an appointment out for me within and hour of the call. I couldn't ask for more than that'.
There were communication and information systems in place to support 'call handlers' in carrying out clinical assessments. Staff we spoke with told us they found the systems they used supported them to carry out their role. Comments included, 'It's a very clear process to follow, I find it easy to navigate'. Also, 'There is always a clinical supervisor to hand when I am not sure about something'.
The service had access to an interpreter service if required.